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Trainer Guide

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Trainer Guide

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Thank you for applying to become a Wello Trainer! This document will help you get started, teach you the essentials of training clients over video, and answer many frequently asked questions about your duties as a Wello Trainer. Part One How to Begin Page Introduction…………………………………………………………………………………………………………………………………….………….. 2 Required Technology……………………………………………………………………………………………………………….………………..… 2 Complete Your Profile…………………………………………….……………………………………………….…………..……….…………… 2 Email a Photo of Your Certification(s).……………..………………………………………………………………………………..…...… 2 Watch the Learning Lab Modules………………..…………………………………………………………………….………….…………… 2 Fill Out Your Wello Calendar…..……………………………………………………………………………………………………………………. 2 Enable Payments……………………………………………………………..……………………………………………………………..…….……. 3 Practice on the Platform/Test Your Set-­‐up …………………………………………………………………………………………………. 4 Connect for an Interview on Wello………………………………………………………………………………….……..……….………….. 4 Complete a Practice Workout…………………….………………………………………………………………………………….……..……… 4 Part Two Booking Notifications and Steps to Connect on Wello How You’re Notified when a Client Books a Workout…………………………………………………………………………….…….……… 5 How to Confirm a Workout …..…………………………………………………………………………………………………….…….………. 5 How to Connect and Launch Your Workout …..………….………………………………………………………………….…….……… 5 Part Three Essentials of Training Clients on Wello Steps to Prepare Before Every Workout …..…………………………………………………………………………………….…….……… 6 Demonstration Techniques……………………………………………………………………………………………….……………………………….…… 6 Workout Protocol…..………………………………………………………………………………………………………………………….…….…….… 7 Tips to Avoid Overworking New Clients …..……………………………………………………………………………………….…….…..… 8 Health and Safety Information……………………………………………………………………………………………….………………………………… 8 Emergency Protocol……………….…..…………………………………………………………………………………………………….…….……… 8 Part Four Policies and Resources Representing Yourself as a Wello Trainer…..…………………………………………………………….…………………………….……… 9 Three Strike Policy…..……………………………………………………………………………………………….…………………………….……… 9 Trainer Fees…..………………………………………..……………………………………………………………….…………………………….……… 10 10 Facebook Group for Wello Trainers Only………………………………………………………………………….…………………………….……… Promotional Tools …………..…………………………………………………………………………………………………….………………………… 10 Office Hours…..……………………………………………………………………………………………………….………………………….….……… Page 1

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Part One How to Begin Introduction Not just any trainer can become a Wello Trainer. Wello only accepts highly qualified and experienced fitness professsionals. Here are just a handful of the many benefits of joining the Wello Training Team:  You can connect with new and existing clients all over the country, instead of just your local area.  You can train clients from the comfort of your home or any location with internet— which saves you time and a lot of hassle.  You define your schedule based on the times that work for your life. Required Technology To train clients on Wello, you must have: 1. A laptop 2. A built-­‐in or external webcam 3. High-­‐speed, broadband internet Complete Your Profile Please create your profile page by logging into your Wello Dashboard. You will see a checklist of the items you need to complete. These tasks are also explained in more detail below. To preview your profile, click on your username in the upper-­‐right corner of your Dashboard. Your profile will not be viewable by others until you finish all of your Dashboard tasks. Fill Out Your Wello Calendar Enter the times you want to make yourself available for clients to book workouts with you.  It’s best to fill out your calendar for at least 1-­‐2 months. This will give clients more opportunities to find times that match their schedules too.  If you don’t have any open time blocks on your calendar, your profile will not appear in the Wello search results until you add more time to it.  You can edit/change the available times listed on your calendar as often as you like— however, you cannot reschedule or change any of the times that clients have already booked (please see the 3 Strike Policy below for more information). Page 2

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Enable Payments In order to receive payments by direct deposit (how you are paid after every workout), you need to enter your bank information here. For tax purposes, you might also need to add your SSN or Tax ID number.  As a Wello Trainer, you are an independent contractor for Wello, so you will receive a 1099 tax form from Wello at the end of the year.  Rest assured that we do not store your SSN in our system and our payment site is SSL encrypted and secure. The amount you are paid per workout depends on your Tier Assignment. You will be assigned a Tier after you complete your Wello Interview, and you can move tiers by achieving the milestones discussed here. Email a Picture of Your Credentials Please send us a copy of any certifications you have listed on your Wello profile. You can simply take a picture of a certification card or certificate and email the image to certs@wello.co Watch the Learning Lab Modules Click here to watch 4 short video clips, which supplement this guide, and will provide you with important information about being a Wello Trainer. Page 3

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Please note: the Three Strike Policy (Video # 1 at 4:55) and the Emergency Protocol (Video #2 at 2:40) have been updated. Please see Page 8 of this guide for the most up-­‐ to-­‐date information. Practice on the Platform and Test Your Set-­‐up Visit the following link to see how you will appear on the Wello Platform: http://www.wello.co/workout/videosetup  You will be prompted to download a plug-­‐in, which should take less than 2 minutes.  Make sure you can see yourself from head to toe in the frame. You should also be able to take a big step to the left and right. Connect for a Live Interview on the Platform Meet the Head of the Trainer Program, and see what it’s like to connect on Wello:  Please send an email to trainers@wello.co with the time(s) you are available for a live meeting on the Wello platform. Be sure to also include your time zone in your email.  The interview should last about 30 minutes.  You will be asked to demonstrate a few sample exercises, so please wear workout attire and set up your space exactly how you would if you were connecting with a client. Complete a Practice Workout A Wello Team Member will schedule a 25 minute practice workout with you—where you will train him or her on the platform like any standard client. The Team Member will give you feedback about the workout and will leave you a review. For more details, click here. After you complete all of the steps above, you will see your profile live in the search results on Wello and clients can book sessions with you immediately. If you have any questions or difficulties, please email trainers@wello.co Page 4

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Part Two Booking Notiications and Steps to Connect on the Platform How You’re Notified when a Client Books a Workout  You will receive an email when a client books a workout with you. It will include information about the client’s background and whether they have access to any equipment.  You can also request to receive a text message when a client books a workout with you by updating your Booking Preferences.  You can also choose how much notice you would like to receive about an upcoming workout by updating your Booking Preferences. How to Confirm a Workout Booking After you receive notice that a client booked a workout with you, you must respond to this request within 24 hours by logging into your Wello Dashboard and clicking “confirm” on the workout details page.  If you deny more than 3 workout requests, you may be removed from the Wello Team (see the Three Strike Policy below for more information).  When a client you haven’t met yet books a workout with you, it is mandatory to send a note to him or her before the workout. To do this, go to the Workouts tab and click on the name of client. To view a template you can customize, click here.  Workouts can’t be rescheduled or canceled, so please keep your Wello Calendar up-­‐to-­‐ date. You can update the hours on your calendar as often as you would like until a client books a particular workout time. How to Connect and Launch Your Workout  Go to your Dashboard and click on the workout details (the day/time of the workout).  Next, click “begin session” and this will launch the platform.  Click “allow” on the right side of the screen. Page 5

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Part Three The Essentials of Training Clients over Video Steps to Prepare Before Every Workout  Watch this useful tutorial video: http://www.youtube.com/watch?v=MsT7U4oVR6Y  Prepare/straighten your session area: pick up clutter, silence your cell phone, put Rover outside, and disable sleep mode on your computer. o Having clutter in the back of your Wello workout is distracting and looks unprofessional. Put yourself in the shoes of a client: what would you want your trainer’s space to look like?  Review your client’s profile: weight, age, fitness level, injuries, equipment available and goals. This information is sent with your session confirmation if your client elects to share it. Please note: your client might ask a buddy to join the workout with him or her—this is okay with us.  Equipment: make sure you have everything you need for the session within reach, such as water, weights, a towel, etc.  Wear a watch or have a clock nearby—and make sure the time is accurate. If your clock is fast, you will shortchange your clients by ending your workouts too soon.  Test your connection: avoid technical issues and arm yourself with troubleshooting information (learn how in the video above). How to Demonstrate Exercises Effectively  Show the client how to do an exercise or pose as you verbally describe it.  Do a few reps or hold a position for a few seconds until the client understands the exercise.  Next, walk closer to the camera so you can watch the client perform the exercise. Page 6

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Workout Protocol Beginning:  This should last no longer than 2 minutes.  Review any exercise limitations, injuries, and ask about current energy level.  Discuss goals and expectations.  Check if the client has everything they need for the session: equipment, water, etc.  Ask the client for his or her desired level of exertion on a scale from 1 to 10 (1 = watching a movie, 10 = max or about to vomit). Middle:  Follow up about your client’s exertion level. Quickly check in to make sure you are going at his or her desired and suitable pace.  During water breaks and rest periods, build rapport with your client. Get to know a little about him or her, and offer encouragement.  Video high-­‐fives make things fun. Give your client one when he or she does something notable. End:  Compliment the client on a job well done!  Ask the client to leave a review: you can also ask if they have any direct feedback that they would like to share.  Provide any follow up instructions – such as continuing to hydrate after the workout.  Thank the client for booking with you: tell him or her how much you enjoyed the session. Page 7

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 Ask about future bookings: ask clients when they want to do their next session and tell them to make sure they book it now!  Spend no more than 5 minutes stretching at the end of each session, and make it optional for classes less than 30 minutes. Avoid Overworking Clients (Especially New Ones!) Sometimes it can be more challenging to gauge exertion over video, so its important to pay extra attention to the signs that someone is being pushed too hard.  If you cant determine how heavily your clients are breathing from looking at them on the screen, ask them a question and listen to their response. Can they only say one word at a time without pausing? Then this will tell you they are very out of breath and you probably need to tone things down. If they can speak a whole sentence without any difficulty, they are probably doing just fine.  If you cant tell how much your clients are sweating, or if they are sweating, ask them to come closer to their laptop screen. You can also look for signs such as repeatedly wiping their forehead.  Ask your clients how they feel! Check in a few times-­‐-­‐before, during, and after the workout. This is especially important for clients youve never worked with before because you know little about their tendencies, attitude, and limits.  If the client starts to show a notable drop in performance, give them a break and tone it down. Dont assume they are just being lazy.  Offer lots of water breaks. Even if the client isnt thirsty, he or she will likely take you up on this opportunity to recharge for a little bit.  When in doubt, go easy. Health and Safety  The client’s safety is your #1 priority!  Wello asks every user to fill out a PAR-­‐Q or Physical Activity Readiness Questionnaire before they book a session. If a potential client answers YES to any of the PAR-­‐Q questions, they will be required to get a doctors permission before they will be allowed to book a session. Emergency Protocol  If there is an emergency that needs immediate medical attention, call 911 immediately. o If the client is able to speak, ask for his or her address and full name. o If the client is unable to talk, call (415) 494-­‐9355 as soon as possible for help. o Enter this number into your cell phone now and store it—in order to have easy access to it if needed.  If there is an emergency that does not require immediate medical attention, please stop the session and ask the client what you can do to help them. Ask them if there is someone you can contact on their behalf. Once the session is ended, make sure to Page 8

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contact Wello at (415) 494-­‐9355 or email trainers@wello.co to let us know what happened.  If you have additional questions about responding to an emergency, please email trainers@wello.co Thanks for being prepared! Part Four Policies and Resources Representing Yourself as a Wello Trainer As an official Wello Trainer, you represent your own brand, but you are also representing the Wello Brand. We expect you to always act with integrity and follow these guidelines:  Attire: you are expected to wear clean, sweat-­‐free workout clothes for every session – bright colors are great!  Environment: your session environment must be clean, clear of clutter and give you ample room to demonstrate and train effectively  Communication: profanity is not acceptable at any time Three Strike Policy If you receive “3 strikes” for violating any combination or reoccurrence of the actions below, you may be permanently removed from the site. You will receive a strike if you:  Fail to login and confirm a session booking within 24 hours.  Deny a session request.  Cancel a session or attempt to reschedule.  Do not appear for a scheduled session.  Do not send a new client a note before your session begins (click here for instructions and a template you can use.) IMPORTANT: Sessions can’t be rescheduled, so if you don’t confirm a request or attempt to move a session time, the session will automatically be terminated by our system. Wello reserves the right to remove you from the Wello Team at any time. Especially if you do not appropriately represent yourself or the brand or fail to follow the guidelines outlined above. Page 9

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Trainer Fees Trainers are not responsible for a listing or membership fee at this time, but we reserve the right to change the pricing structure at any time (advance notice will be provided if any changes are made). Wello Trainers Facebook Group Feel free to suggest new features, report issues or chat about best practices with the Wello Trainer Community on the Wello Trainers Only Facebook Group. The Wello Team will frequently post announcements and updates on this page. Simply send a request to join. Your Facebook profile will remain private to the rest of the members of the group. Promotional Tools To learn a variety of fantastic tips and techniques to promote your services on Wello, visit the Promotional Tools page. Our Goal is to Make You Successful! We are here to help, so please let us know what you need, what you would like to see, and any other feedback. Feel free to send questions, ideas, and suggestions to trainers@wello.co anytime! Page 10